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Business Advocate solution examples
54 Avaya Business Advocate User Guide February 2006
Measuring results
The following table shows some of the reports or commands that you can use to determine the
effectiveness of this solution.
If you want to check . . . And determine . . . Use this report or
command
% Within Service Level Whether your service levels
are being met for each skill
Real-Time Split/Skill
Graphical Status report or
Historical Split/Skill
Graphical Service Level
Report
● Normal time
● Overload 1 time
● Overload 2 time
● How much time was
spent in normal time and
in each overload state
● What percentage of the
time standard agents are
capable of keeping the
skill on track
Graphical Skill Overload
Report
Overload thresholds Whether Dynamic
Threshold Adjustment is
making adjustments to
thresholds as wanted.
Note that you can also use
the displayed threshold
information (adjusted
thresholds) to readminister
your thresholds if you
decide not to use Dynamic
Threshold Adjustment
list skill-status
command (SAT command
that the system
administrator can use)
● Activation of Reserve
Agents
● Average ACD Time
● The number of calls
handled by reserve l and
reserve 2 agents
● What the average talk
time is when reserve
agents are handling the
calls
Custom Report
Staffing How your skill is staffed and
what the agents are doing
Graphical Staffing Profile
Report
● Normal time
● Overload 1 time
● Overload 2 time
How much time skills have
spent in the various states
Graphical Skill Overload
Report